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Lomax
Level 2: Rookie

Re: Outage in Epping, NSW?

.
electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

@Lomax, you see what I mean ! I've been experiencing this 3 times in the past month but it goes down 4 days in a row like this week. So my connection comes back up but yours goes down. This is very serious but the ticket has a low priority internally ! I have made complaints to the CEO office but they failed to respond. I am certainly not getting what I pay for. 

 

By the way I notice ping times much slower now, I was getting 6ms before, and traceroute times out, there is some serious hops going on here

 

1 home.gateway (192.168.5.253) 4.597 ms 0.946 ms 0.891 ms
2 ******* (************) 8.076 ms 9.998 ms 7.873 ms
3 vl403.kacz-s-1.ken.bigpond.net.au (58.160.12.97) 10.224 ms 7.013 ms 9.991 ms
4 te6-1.agg1.ken.bigpond.net.au (58.160.15.242) 7.903 ms 10.521 ms 7.377 ms
5 172.18.117.33 (172.18.117.33) 9.311 ms 12.708 ms 8.920 ms
6 172.18.117.42 (172.18.117.42) 11.535 ms 13.174 ms 10.844 ms
7 172.18.239.101 (172.18.239.101) 13.883 ms 13.735 ms 10.851 ms
8 bundle-ether10.ken39.sydney.telstra.net (203.45.17.17) 17.944 ms 11.237 ms 14.341 ms
9 bundle-ether6.ken-core4.sydney.telstra.net (203.50.6.145) 12.956 ms 11.158 ms 24.278 ms
10 tengigabitethernet8-1.pit1.sydney.telstra.net (203.50.20.39) 7.638 ms 8.940 ms 10.718 ms
11 pitt-tcom-r01 (139.130.185.254) 21.184 ms 8.078 ms 10.421 ms
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *

 

ping bigpond.com
PING bigpond.com (144.135.18.32): 56 data bytes
64 bytes from 144.135.18.32: icmp_seq=0 ttl=243 time=12.151 ms
64 bytes from 144.135.18.32: icmp_seq=1 ttl=243 time=11.821 ms
64 bytes from 144.135.18.32: icmp_seq=2 ttl=243 time=11.823 ms
64 bytes from 144.135.18.32: icmp_seq=3 ttl=243 time=12.462 ms
64 bytes from 144.135.18.32: icmp_seq=4 ttl=243 time=12.244 ms
64 bytes from 144.135.18.32: icmp_seq=5 ttl=243 time=12.781 ms

 

No dropout with the ping yet, i'll have to run the script. 

 

How about they shut down the whole service, give us backups, then bring it back online when its all ready. 

 

its very disruptive, I have 4 days of work to catch up on, moving to my sisters house to work didn't go so well either because I was being attacked by her kids every second Smiley Happy

 

TPG were late getting back to me in regards to topping up data packs so Ive been charged another $50 to get measly 300k internet while it's been down !

electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

To be fair I am now ethernet connected, these bits are a bit of a worry, no dropout though Smiley Sad

 

64 bytes from 144.135.18.32: icmp_seq=52 ttl=243 time=586.457 ms
64 bytes from 144.135.18.32: icmp_seq=53 ttl=243 time=439.850 ms
64 bytes from 144.135.18.32: icmp_seq=54 ttl=243 time=654.588 ms
64 bytes from 144.135.18.32: icmp_seq=55 ttl=243 time=341.223 ms
64 bytes from 144.135.18.32: icmp_seq=56 ttl=243 time=363.950 ms
64 bytes from 144.135.18.32: icmp_seq=57 ttl=243 time=417.961 ms
64 bytes from 144.135.18.32: icmp_seq=58 ttl=243 time=428.942 ms
64 bytes from 144.135.18.32: icmp_seq=59 ttl=243 time=509.521 ms
64 bytes from 144.135.18.32: icmp_seq=60 ttl=243 time=524.483 ms
64 bytes from 144.135.18.32: icmp_seq=61 ttl=243 time=567.653 ms
64 bytes from 144.135.18.32: icmp_seq=62 ttl=243 time=468.667 ms
64 bytes from 144.135.18.32: icmp_seq=63 ttl=243 time=346.010 ms
64 bytes from 144.135.18.32: icmp_seq=64 ttl=243 time=120.047 ms
64 bytes from 144.135.18.32: icmp_seq=65 ttl=243 time=109.840 ms

 

Still timing out here

 

10 tengigabitethernet8-1.pit1.sydney.telstra.net (203.50.20.39) 24.354 ms 30.970 ms 15.337 ms
11 pitt-tcom-r01 (139.130.185.254) 10.535 ms 11.419 ms 7.869 ms
12 * *

 

I will take the router out of the equation later tonight. 

electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

Connection still up, I am being silenced on this forum so I'm stuck in this thread every post ive made gets deleted so bare with me. 

 

I've tried to actually bring up a packet loss but cannot. However my latency pings are really bad and have changed. 

 

I am trying to download a software update from a US akamai node and only getting 50kb/s. On further notice with my traceroute, my connection once it leaves Sydney, goes to Japan first. then hong kong, then California. there is a big jump in latency between sydney and Japan obviouslly, but does it really need to go backwards then forwards ? I would have thought it could go straight to singapore. 

 

I used to get 6ms pings to the first router, but now its 7ms. And speedtest.net is not reaching 30MB like it used to. 

 

1 home.gateway (192.168.5.253) 0.549 ms 0.664 ms 0.494 ms
2 10.236.224.1 (10.236.224.1) 7.755 ms 8.408 ms 8.098 ms
3 vl403.kacz-s-1.ken.bigpond.net.au (58.160.12.97) 8.267 ms 7.759 ms 7.728 ms
4 te6-1.agg1.ken.bigpond.net.au (58.160.15.242) 8.455 ms 8.878 ms 9.815 ms
5 172.18.239.101 (172.18.239.101) 16.885 ms 20.784 ms 11.735 ms
6 bundle-ether10.ken39.sydney.telstra.net (203.45.17.17) 12.189 ms 13.284 ms 12.097 ms
7 bundle-ether6.ken-core4.sydney.telstra.net (203.50.6.145) 8.454 ms 16.318 ms 11.927 ms
8 bundle-ether1.pad-gw2.sydney.telstra.net (203.50.6.29) 13.363 ms 9.601 ms 11.571 ms
9 tengigabitethernet1-0.sydp-core02.sydney.reach.com (203.50.13.46) 8.258 ms 10.577 ms 7.384 ms
10 i-0-3-4-0.sydp-core01.bi.reach.com (202.84.221.221) 10.330 ms 9.179 ms 13.388 ms
11 i-0-2-2-0.1wlt-core01.bx.reach.com (202.84.144.221) 174.254 ms 169.398 ms 170.220 ms
12 i-3-4.eqla01.bi.reach.com (202.84.251.154) 165.919 ms 169.349 ms 165.990 ms
13 gblx-peer.eqla01.pr.reach.com (134.159.63.202) 161.631 ms 162.998 ms 161.354 ms
14 ae10.scr3.snv2.gblx.net (67.16.164.26) 211.702 ms 210.895 ms 209.748 ms
15 e8-1-20g.ar5.sjc2.gblx.net (67.16.145.118) 222.192 ms 212.116 ms 212.430 ms
16 204.245.34.146 (204.245.34.146) 212.654 ms 211.815 ms 211.109 ms

 

I will wait and see once I get my cisco modem two weeks after ordering it. I am on the Ultimate88 but have been unable to even use it because of  Telstra staff incompetance. I've been made to believe a client who I also told to jump onto the plan is waiting to receieve a netgear modem so he was clearly stuffed around Smiley Very Happy

electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

Is everyones cable connection still up ? I have yet to be hooked up to 100MB to verify if I have the same issues with that but I guess it's no difference.

 

I finally had the modem sent two weeks too late after re-ordering it 3 times, but I failed to make the post office to pick it up as they shut at 5pm and now off to melbourne for a week, not very convenient ! Smiley Happy

 

Tried to run a sample of pings again and no dropped packets here Smiley Sad

 

Tech Bar Team
Tech Bar Team

Re: Outage in Epping, NSW?

Hey Electroteque,

 

I've just had a chat with one of the Social Media Team's senior members and we're going to try and get someone to contact you to work out whats been going on and see if we can nail those issues down for good. I'll be touching base again with him tommorow so I'll let you know what the plan is then Smiley Happy

 

Cheers

Josh | Tech Expert |
Need additional help? Book a Telstra Tech Bar appointment.

Although I am Telstra staff, any views express are my own and don't necessarily reflect those of Telstra
goosmurf
Level 4: Private Eye

Re: Outage in Epping, NSW?

Is anyone else experincing packet loss again?

 

It's been mostly ok the last 2 weeks but on the 27th there were periods of up to 40% loss and today it's been spiking past 20% which is very annoying.

 

I'm still trying to figure out if these continuing issues are just affecting me or a wider area.

 

Bigpond has sent the same level 1 tech out to my place twice (4th Feb, 23rd Feb), and both times he has confirmed there is no issue within my premises, nor out to the street.  The trouble is that this issue comes and goes and techs are only ever available with a lead time of 10 days.

 

I'm at a loss as to who / how I can report this issue so it can be properly resolved.  Any ideas?!

 

Edit: to add details ...

 

One thing the tech did note is that despite having a Cisco modem speedtest.net never registers above 1.6Mbps.  He said this was unusual as most people get at least 1.8Mbps.  There have been days when I can not upload any faster than 16kB/s (or roughly 100kbps).

 

Downstream power / SNR are all in the 8-10dBmV range, 39-40 dB.

Upstream power is 34 dBmV.

electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

Hi Josh thanks. I had to send another topic message, I receieved a Netgear gateway modem instead of the expected Cisco modem. I am having to reject this and try and work out how to get the other one sent so I wont hook it up. I got the modem eventually just as I was leaving for Melbourne two weeks later after ordering it 3 times because people failed to order it each time. Im heading back today, and have to try and muck around with the modem tommorow. I still have this phantom amount of $79 in my accounts area in red which doesnt show up in my statements. 

 

After some complaints to the CEO office, it seems the bugs in the database have been fixed and I can get my billing and payment history listing up, however that value in red is still an issue, im not paying it because its a bug or not referenced anywhere to prove I have to pay it. I had to pay the total now so no it did not get zero'd out, however there is still all this crediting business going on because of all that downtime. 

 

Im just hoping once I jump onto 100MB there is no more 4 day disconnections, but it would still be good to have this 3G backup if possible, I can pay for the stick if needed just not the data it should be connected to my cable account. Obviouslly I am a business user on a home connection because there is no such service on cable, and ADSL and telephone lines is just plain silly, however such a long downtime noone should have to put up with for this kind of money. 

Tech Bar Team
Tech Bar Team

Re: Outage in Epping, NSW?

Goosmurf, how are things at the moment?

I have checked the Network Wellness Report and they have additional cases raised for the area Epping/Ryde/North Sydney area already so they are definately aware of what's going on around the area. Whatever it is, it must be giving our guys a bit of a headache as well as you! Smiley Tongue
I hate to say this because i've been in this exact situation personally, but it's just the waiting game again until they nail down whatever is playing havoc in the area there..

Electroteque, i've checked your account and i'll send you a PM about the situation there, long and the short i've had a look and your next bill should be a-ok Smiley Happy
Josh | Tech Expert |
Need additional help? Book a Telstra Tech Bar appointment.

Although I am Telstra staff, any views express are my own and don't necessarily reflect those of Telstra
goosmurf
Level 4: Private Eye

Re: Outage in Epping, NSW?

Hey Josh,

 

It's been fine since about 4:05pm yesterday.

 

As a tech myself I do understand intermittent issues can be really hard to track down.  What's frustrating as a user though is not knowing whether the issue is recognised as it's still not on the Bigpond.com Service Status which means every time I call to report the issue I get the same "there are no issues in your area so we'll have to send a tech".

 

Thanks for the update though -- at least this forum has useful info Smiley Happy

Tech Bar Team
Tech Bar Team

Re: Outage in Epping, NSW?

I'll make some enquiries on how we might be able to get that updated on the Bigpond register, i'm actually a bit suprised something hasn't popped up there already, definately about time tho!

 

 

Josh | Tech Expert |
Need additional help? Book a Telstra Tech Bar appointment.

Although I am Telstra staff, any views express are my own and don't necessarily reflect those of Telstra
electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

@goodsmurf, this was exactly my problem last time, I complained about it being down and they only logged the outage the next day, regardless if I called the day before and said it was disconnected, and left me hanging for 4 days Smiley Happy Oh and this so called tech call to find out its not the modem I would have had to wait 6 days for it, they blamed it on the modem and I had to run around finding a second one to prove it wasn't, so don't respect that. I hope they narrow down the issue soon for you.

 

I still cannot replicate packet loss with the 100MB connection though bridging is stuffed. 

 

Mind you for anyone bridging the Netgear Docsis 3.0 modem if you recieved that, its not handling bridge mode well if at all

 

http://crowdsupport.telstra.com.au/t5/Home-Broadband/Netgear-CG3100-Bridge-Mode-High-Latency-very-sl...

 

Its best to check connectivity / packets etc directly connecting I think. I know its not the router because it was perfectly fine with the 30MB  Motorola modem. I think this dodgy modem is not designed for bridging, one size fits all model, with a totally useless firewall. 

electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

Hi guys when running ping tests etc try not to use a router in bridge mode with the Netgear modem, the modem is confirmed to be a problem and was never designed / tested to run in bridge mode with a proper secure router it seems because us end users are idiots aparantly. 

 

http://forums.whirlpool.net.au/forum-replies.cfm?t=1876815

 

These people have confirmed my same issue. 

Mushroombot
Level 2: Rookie

Re: Outage in Epping, NSW?

Hi goosmurf,

 

I am living in Marsfiled. I am experincing mass packet loss since last friday night untill now. I have called bigpond tech support for 5 times and still hvn't got the issue fixed. I will try to book a tech support to come to our house tonight. I can surf internet and download no problem but not playing a game. I kept disconnecting from the server because of the packet loss every 5 secs. It never happened before last friday and it's annoying me so much now.

 

I am using bigpond cable and I am not capped at all, only 40% used for this month. Ping was good when no packet loss happened.

electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

I am in Marsfield on the balaclava rd side , I have no packet loss, here is my ping times again however this is the bridge mode issues ,checkout the latency, 

 

PING bigpond.com (144.135.18.32): 56 data bytes
64 bytes from 144.135.18.32: seq=0 ttl=242 time=47.945 ms
64 bytes from 144.135.18.32: seq=1 ttl=242 time=143.441 ms
64 bytes from 144.135.18.32: seq=2 ttl=242 time=61.872 ms
64 bytes from 144.135.18.32: seq=3 ttl=242 time=157.397 ms
64 bytes from 144.135.18.32: seq=4 ttl=242 time=51.580 ms
64 bytes from 144.135.18.32: seq=5 ttl=242 time=163.997 ms
64 bytes from 144.135.18.32: seq=6 ttl=242 time=30.216 ms
64 bytes from 144.135.18.32: seq=7 ttl=242 time=146.075 ms
64 bytes from 144.135.18.32: seq=8 ttl=242 time=37.191 ms
64 bytes from 144.135.18.32: seq=9 ttl=242 time=157.016 ms
64 bytes from 144.135.18.32: seq=10 ttl=242 time=43.250 ms
64 bytes from 144.135.18.32: seq=11 ttl=242 time=139.619 ms
64 bytes from 144.135.18.32: seq=12 ttl=242 time=68.156 ms
64 bytes from 144.135.18.32: seq=13 ttl=242 time=157.359 ms
64 bytes from 144.135.18.32: seq=14 ttl=242 time=106.719 ms
64 bytes from 144.135.18.32: seq=15 ttl=242 time=158.351 ms
64 bytes from 144.135.18.32: seq=16 ttl=242 time=33.283 ms
64 bytes from 144.135.18.32: seq=17 ttl=242 time=158.100 ms
64 bytes from 144.135.18.32: seq=18 ttl=242 time=24.510 ms
64 bytes from 144.135.18.32: seq=19 ttl=242 time=145.993 ms
64 bytes from 144.135.18.32: seq=20 ttl=242 time=118.877 ms
64 bytes from 144.135.18.32: seq=21 ttl=242 time=153.641 ms
64 bytes from 144.135.18.32: seq=22 ttl=242 time=97.484 ms
64 bytes from 144.135.18.32: seq=23 ttl=242 time=151.947 ms
64 bytes from 144.135.18.32: seq=24 ttl=242 time=43.762 ms
64 bytes from 144.135.18.32: seq=25 ttl=242 time=158.286 ms
64 bytes from 144.135.18.32: seq=26 ttl=242 time=13.681 ms

 

 

Are you able to run a ping?

Mushroombot
Level 2: Rookie

Re: Outage in Epping, NSW?

Yes sir, here is the result.

 

D:\>ping 144.135.18.32 -t

Pinging 144.135.18.32 with 32 bytes of data:
Reply from 144.135.18.32: bytes=32 time=6ms TTL=244
Reply from 144.135.18.32: bytes=32 time=26ms TTL=244
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Request timed out.
Reply from 144.135.18.32: bytes=32 time=59ms TTL=244
Reply from 144.135.18.32: bytes=32 time=49ms TTL=244
Reply from 144.135.18.32: bytes=32 time=60ms TTL=244
Reply from 144.135.18.32: bytes=32 time=34ms TTL=244
Reply from 144.135.18.32: bytes=32 time=60ms TTL=244
Reply from 144.135.18.32: bytes=32 time=31ms TTL=244
Reply from 144.135.18.32: bytes=32 time=67ms TTL=244
Reply from 144.135.18.32: bytes=32 time=39ms TTL=244
Reply from 144.135.18.32: bytes=32 time=70ms TTL=244
Reply from 144.135.18.32: bytes=32 time=27ms TTL=244
Reply from 144.135.18.32: bytes=32 time=70ms TTL=244
Reply from 144.135.18.32: bytes=32 time=34ms TTL=244
Reply from 144.135.18.32: bytes=32 time=64ms TTL=244
Reply from 144.135.18.32: bytes=32 time=35ms TTL=244
Reply from 144.135.18.32: bytes=32 time=76ms TTL=244
Reply from 144.135.18.32: bytes=32 time=60ms TTL=244
Reply from 144.135.18.32: bytes=32 time=87ms TTL=244
Reply from 144.135.18.32: bytes=32 time=61ms TTL=244
Reply from 144.135.18.32: bytes=32 time=86ms TTL=244
Reply from 144.135.18.32: bytes=32 time=63ms TTL=244
Reply from 144.135.18.32: bytes=32 time=88ms TTL=244
Reply from 144.135.18.32: bytes=32 time=76ms TTL=244
Reply from 144.135.18.32: bytes=32 time=82ms TTL=244
Reply from 144.135.18.32: bytes=32 time=78ms TTL=244
Reply from 144.135.18.32: bytes=32 time=80ms TTL=244
Reply from 144.135.18.32: bytes=32 time=95ms TTL=244
Reply from 144.135.18.32: bytes=32 time=65ms TTL=244
Reply from 144.135.18.32: bytes=32 time=105ms TTL=244
Reply from 144.135.18.32: bytes=32 time=90ms TTL=244
Reply from 144.135.18.32: bytes=32 time=110ms TTL=244
Reply from 144.135.18.32: bytes=32 time=82ms TTL=244
Request timed out.
Reply from 144.135.18.32: bytes=32 time=19ms TTL=244
Reply from 144.135.18.32: bytes=32 time=46ms TTL=244
Reply from 144.135.18.32: bytes=32 time=38ms TTL=244
Reply from 144.135.18.32: bytes=32 time=46ms TTL=244
Reply from 144.135.18.32: bytes=32 time=51ms TTL=244
Reply from 144.135.18.32: bytes=32 time=49ms TTL=244
Reply from 144.135.18.32: bytes=32 time=57ms TTL=244
Reply from 144.135.18.32: bytes=32 time=32ms TTL=244
Reply from 144.135.18.32: bytes=32 time=59ms TTL=244
Reply from 144.135.18.32: bytes=32 time=39ms TTL=244
Reply from 144.135.18.32: bytes=32 time=65ms TTL=244
Reply from 144.135.18.32: bytes=32 time=28ms TTL=244
Reply from 144.135.18.32: bytes=32 time=71ms TTL=244
Reply from 144.135.18.32: bytes=32 time=27ms TTL=244
Reply from 144.135.18.32: bytes=32 time=99ms TTL=244
Reply from 144.135.18.32: bytes=32 time=48ms TTL=244
Reply from 144.135.18.32: bytes=32 time=74ms TTL=244
Reply from 144.135.18.32: bytes=32 time=74ms TTL=244
Reply from 144.135.18.32: bytes=32 time=75ms TTL=244
Reply from 144.135.18.32: bytes=32 time=92ms TTL=244
Reply from 144.135.18.32: bytes=32 time=82ms TTL=244
Reply from 144.135.18.32: bytes=32 time=70ms TTL=244
Request timed out.
Reply from 144.135.18.32: bytes=32 time=62ms TTL=244
Reply from 144.135.18.32: bytes=32 time=22ms TTL=244
Reply from 144.135.18.32: bytes=32 time=49ms TTL=244

Mushroombot
Level 2: Rookie

Re: Outage in Epping, NSW?

Any ideas about this, we are living close. But I am getting this issue since last friday. Never happened before.
Mushroombot
Level 2: Rookie

Re: Outage in Epping, NSW?

OMG, it's getting worse now. I have booked technicials to come over days later : /. I have tried different computers, all same. 

 

 

Pinging 144.135.18.32 with 32 bytes of data:
Reply from 144.135.18.32: bytes=32 time=6ms TTL=244
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Reply from 144.135.18.32: bytes=32 time=8ms TTL=244
Request timed out.
Reply from 144.135.18.32: bytes=32 time=6ms TTL=244
Reply from 144.135.18.32: bytes=32 time=9ms TTL=244
Reply from 144.135.18.32: bytes=32 time=8ms TTL=244
Reply from 144.135.18.32: bytes=32 time=12ms TTL=244
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Reply from 144.135.18.32: bytes=32 time=8ms TTL=244
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Reply from 144.135.18.32: bytes=32 time=5ms TTL=244
Reply from 144.135.18.32: bytes=32 time=5ms TTL=244
Request timed out.
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Reply from 144.135.18.32: bytes=32 time=9ms TTL=244
Reply from 144.135.18.32: bytes=32 time=8ms TTL=244
Reply from 144.135.18.32: bytes=32 time=12ms TTL=244
Reply from 144.135.18.32: bytes=32 time=8ms TTL=244
Reply from 144.135.18.32: bytes=32 time=8ms TTL=244
Reply from 144.135.18.32: bytes=32 time=20ms TTL=244
Reply from 144.135.18.32: bytes=32 time=5ms TTL=244
Reply from 144.135.18.32: bytes=32 time=5ms TTL=244
Reply from 144.135.18.32: bytes=32 time=5ms TTL=244
Reply from 144.135.18.32: bytes=32 time=5ms TTL=244
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Request timed out.
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Reply from 144.135.18.32: bytes=32 time=5ms TTL=244
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Request timed out.
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Reply from 144.135.18.32: bytes=32 time=12ms TTL=244
Request timed out.
Reply from 144.135.18.32: bytes=32 time=5ms TTL=244
Reply from 144.135.18.32: bytes=32 time=5ms TTL=244
Reply from 144.135.18.32: bytes=32 time=6ms TTL=244
Reply from 144.135.18.32: bytes=32 time=5ms TTL=244
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Request timed out.
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Reply from 144.135.18.32: bytes=32 time=8ms TTL=244
Reply from 144.135.18.32: bytes=32 time=5ms TTL=244
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Request timed out.
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Reply from 144.135.18.32: bytes=32 time=49ms TTL=244
Reply from 144.135.18.32: bytes=32 time=125ms TTL=244
Request timed out.
Reply from 144.135.18.32: bytes=32 time=6ms TTL=244
Reply from 144.135.18.32: bytes=32 time=5ms TTL=244
Reply from 144.135.18.32: bytes=32 time=6ms TTL=244
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Reply from 144.135.18.32: bytes=32 time=7ms TTL=244
Reply from 144.135.18.32: bytes=32 time=6ms TTL=244
Reply from 144.135.18.32: bytes=32 time=6ms TTL=244
Reply from 144.135.18.32: bytes=32 time=6ms TTL=244
Reply from 144.135.18.32: bytes=32 time=6ms TTL=244
Reply from 144.135.18.32: bytes=32 time=6ms TTL=244
Request timed out.
Request timed out.
Request timed out.
Reply from 144.135.18.32: bytes=32 time=136ms TTL=244
Reply from 144.135.18.32: bytes=32 time=84ms TTL=244
Reply from 144.135.18.32: bytes=32 time=151ms TTL=244
Reply from 144.135.18.32: bytes=32 time=65ms TTL=244
Reply from 144.135.18.32: bytes=32 time=128ms TTL=244
Request timed out

electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

What is your current setup, you have your computer ethernet connected to the modem while running these tests correct ?

 

Is it the 100MB Netgear modem  ? What OS ?

 

You are definitely getitng dropped packets and high latency.

 

In my previous post my current router does not work with the modem bridged it creates high latency as with your pings, so i've had to revert back to the modem for the moment as a gateway.  

 

I'm located near viemera rd. 

electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

dont have time to plugin but this is on the wireless using the modem as a gateway now

 

PING 144.135.18.32 (144.135.18.32): 56 data bytes
64 bytes from 144.135.18.32: icmp_seq=0 ttl=243 time=25.211 ms
64 bytes from 144.135.18.32: icmp_seq=1 ttl=243 time=13.042 ms
64 bytes from 144.135.18.32: icmp_seq=2 ttl=243 time=21.309 ms
64 bytes from 144.135.18.32: icmp_seq=3 ttl=243 time=13.173 ms
64 bytes from 144.135.18.32: icmp_seq=4 ttl=243 time=11.922 ms
64 bytes from 144.135.18.32: icmp_seq=5 ttl=243 time=10.740 ms
64 bytes from 144.135.18.32: icmp_seq=6 ttl=243 time=11.713 ms
64 bytes from 144.135.18.32: icmp_seq=7 ttl=243 time=19.474 ms
64 bytes from 144.135.18.32: icmp_seq=8 ttl=243 time=12.100 ms
64 bytes from 144.135.18.32: icmp_seq=9 ttl=243 time=14.707 ms
64 bytes from 144.135.18.32: icmp_seq=10 ttl=243 time=14.283 ms
64 bytes from 144.135.18.32: icmp_seq=11 ttl=243 time=12.537 ms
64 bytes from 144.135.18.32: icmp_seq=12 ttl=243 time=11.831 ms

Mushroombot
Level 2: Rookie

Re: Outage in Epping, NSW?

Thx for reply.

 

The problem solved. Telstra technicial called me said the problem was caused by hardware maintenance and update. Everything is running smooth now. It was weird you could get your internet running flawless during the period. Anyway, thanks for reply, electroteque.

EJS
Level 1: Cadet

Re: Outage in Epping, NSW?

Sorry for the necro, but I am experiencing the EXACT same issues over in Ryde. Reported to Telstra yesterday.
Full details are inside my post here: http://crowdsupport.telstra.com.au/t5/Home-Broadband/BP-Ultimate-Cable-packet-loss-NSW/td-p/57810

 

Any Telstra techs able to check stats in this area for issues please?

goosmurf
Level 4: Private Eye

Re: Outage in Epping, NSW?

After about 8 months of trouble free Internet I started getting severe packet loss again last night from about 9:45pm to 11:30pm-ish.  It was fine through most of today, and then around 6pm it started again.

 

It makes web browsing *extremely* slow.

 

This is from a script that runs every 5 minutes.  All times are local Sydney time.  Packet loss is measured via hping to my first hop out, so it represents packet loss somewhere between my Cisco cable modem and the first layer 3 hop (10.204.32.1).

 

Format is <timestamp> <packet loss>.

 

2012-10-08 21:51:40 18
2012-10-08 21:56:40 22
2012-10-08 22:01:40 16
2012-10-08 22:06:40 9
2012-10-08 22:11:40 6
2012-10-08 22:16:40 7
2012-10-08 22:21:40 30
2012-10-08 22:26:40 17
2012-10-08 22:31:40 13
2012-10-08 22:36:41 11
2012-10-08 22:41:40 13
2012-10-08 22:46:40 9
2012-10-08 22:51:40 11
2012-10-08 22:56:40 18
2012-10-08 23:01:40 10
2012-10-08 23:06:41 17
2012-10-08 23:11:40 13
2012-10-08 23:16:40 8
2012-10-08 23:21:40 4
2012-10-08 23:26:40 5
2012-10-08 23:31:40 12
2012-10-08 23:36:40 9
2012-10-08 23:41:40 2
2012-10-08 23:46:40 3
2012-10-08 23:51:40 6
2012-10-08 23:56:41 5
2012-10-09 00:01:40 8
2012-10-09 00:06:40 6
2012-10-09 00:11:40 2
2012-10-09 00:16:40 6
2012-10-09 00:21:40 2

... low single digits until ...

2012-10-09 18:11:40 11
2012-10-09 18:16:40 23
2012-10-09 18:21:40 18
2012-10-09 18:26:40 12
2012-10-09 18:31:40 3
2012-10-09 18:36:40 10

 

Here are my line stats:

https://dl.dropbox.com/u/8110989/2012/bigpond-cable-20121009.png

 

I have checked Bigpond's service status page and there are no reported outages for my postcode 2121.

 

Anyone from Bigpond able to follow up?

electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

Welcome back guys LOL. Not so good to see this thread is still going considering how much we are paying. I just hope they hurry up with the NBN. I started getting complete disconnections for up to a few hours sporadically, the last time it happened was last monday and after mucking around they couldn't see an "issue" and said I had to wait 5 days as per usual for someone to have a look which would have meant no internet for 5 days which is unacceptable for a premium service like this. Thankfully I was given a backup on usb but I didn't even need it as the connection has stayed trouble free for 8 months. Anyway 2 hours after the call the connection came back up. But sporadically I will get severe timeouts, and the biggest evidence of an issue is http progressive streaming ie youtube is unable to play back anything. I thought it was just the crappy wireless on the crappy netgear modem but I ran pings from the network server also which is on ethernet. 

 

PING google.com (74.125.237.102): 56 data bytes
64 bytes from 74.125.237.102: seq=0 ttl=53 time=11.447 ms
64 bytes from 74.125.237.102: seq=1 ttl=53 time=9.164 ms
64 bytes from 74.125.237.102: seq=2 ttl=54 time=7.975 ms
64 bytes from 74.125.237.102: seq=3 ttl=54 time=15.012 ms
64 bytes from 74.125.237.102: seq=4 ttl=53 time=11.008 ms
64 bytes from 74.125.237.102: seq=6 ttl=54 time=15.874 ms
64 bytes from 74.125.237.102: seq=7 ttl=53 time=18.048 ms
64 bytes from 74.125.237.102: seq=8 ttl=54 time=25.853 ms
64 bytes from 74.125.237.102: seq=9 ttl=54 time=11.129 ms
64 bytes from 74.125.237.102: seq=10 ttl=54 time=8.559 ms
64 bytes from 74.125.237.102: seq=11 ttl=53 time=10.820 ms
64 bytes from 74.125.237.102: seq=12 ttl=54 time=8.675 ms
64 bytes from 74.125.237.102: seq=13 ttl=54 time=7.629 ms
64 bytes from 74.125.237.102: seq=14 ttl=53 time=8.715 ms
64 bytes from 74.125.237.102: seq=15 ttl=53 time=11.554 ms
64 bytes from 74.125.237.102: seq=16 ttl=54 time=8.642 ms
64 bytes from 74.125.237.102: seq=17 ttl=54 time=7.939 ms
64 bytes from 74.125.237.102: seq=18 ttl=53 time=10.883 ms
64 bytes from 74.125.237.102: seq=19 ttl=53 time=21.728 ms
64 bytes from 74.125.237.102: seq=20 ttl=54 time=10.736 ms
^C
--- google.com ping statistics ---
21 packets transmitted, 20 packets received, 4% packet loss
round-trip min/avg/max = 7.629/12.069/25.853 ms

 

 

iElectroSmiley Very HappyATA danielr$ ping google.com
PING google.com (74.125.237.134): 56 data bytes
64 bytes from 74.125.237.134: icmp_seq=0 ttl=53 time=14.922 ms
64 bytes from 74.125.237.134: icmp_seq=1 ttl=54 time=9.962 ms
64 bytes from 74.125.237.134: icmp_seq=2 ttl=54 time=11.989 ms
Request timeout for icmp_seq 3
64 bytes from 74.125.237.134: icmp_seq=4 ttl=54 time=18.447 ms
64 bytes from 74.125.237.134: icmp_seq=5 ttl=53 time=12.344 ms
64 bytes from 74.125.237.134: icmp_seq=6 ttl=54 time=10.396 ms
^C
--- google.com ping statistics ---
7 packets transmitted, 6 packets received, 14.3% packet loss
round-trip min/avg/max/stddev = 9.962/13.010/18.447/2.910 ms

 

Just to give an idea, please help, because I don't want to have to go through the motions to organise someone to come out who rings me too early in the mornings and wakes me up just to confirm the booking when there is such things as email. 

 

electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

All page loading is severely slow too including this site's server. Ftp uploads keeps failing for a 1MB file also because of the packet loss. Rip down these copper cables and give us optic fibre now Smiley Sad

electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

Also is the cisco still better than the netgear ? There was a whole drama around that as I had requested the cisco in my signup but got the netgear because it was discontinued and knowing full well only the professional level netgear products are well made Smiley Sad

electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

still going on here, degrading badly, total joke. 

 

DiskStation> ping bigpond.com
PING bigpond.com (144.135.18.32): 56 data bytes
64 bytes from 144.135.18.32: seq=0 ttl=243 time=8.604 ms
64 bytes from 144.135.18.32: seq=1 ttl=243 time=8.417 ms
64 bytes from 144.135.18.32: seq=2 ttl=243 time=8.733 ms
64 bytes from 144.135.18.32: seq=3 ttl=243 time=8.409 ms
64 bytes from 144.135.18.32: seq=4 ttl=243 time=11.048 ms
64 bytes from 144.135.18.32: seq=5 ttl=243 time=8.769 ms
64 bytes from 144.135.18.32: seq=6 ttl=243 time=7.648 ms
64 bytes from 144.135.18.32: seq=10 ttl=243 time=7.771 ms
64 bytes from 144.135.18.32: seq=11 ttl=243 time=53.369 ms
64 bytes from 144.135.18.32: seq=13 ttl=243 time=6.854 ms
64 bytes from 144.135.18.32: seq=15 ttl=243 time=9.294 ms
64 bytes from 144.135.18.32: seq=16 ttl=243 time=8.086 ms
64 bytes from 144.135.18.32: seq=17 ttl=243 time=9.397 ms
64 bytes from 144.135.18.32: seq=19 ttl=243 time=9.111 ms
^C
--- bigpond.com ping statistics ---
20 packets transmitted, 14 packets received, 30% packet loss
round-trip min/avg/max = 6.854/11.822/53.369 ms

immensetech
Level 1: Cadet

Re: Outage in Epping, NSW?

I am living in Meadowbank near RYDE. I am experiencing mass packet loss since a few days ago until now. Sometimes even I lost internet connection too, septically in morning.

Internet movies stop streamming , voip voice drops, even foxtel on Tbox freeze.

it's annoying me so much now.

goosmurf
Level 4: Private Eye

Re: Outage in Epping, NSW?

FWIW there is now an Unplanned Outage notice for Epping on Bigpond's service status page: http://servicestatus.bigpond.com/servicestatus/goc.do?q=event_bad9d897f9514a4c43c7f1fe749716de.html

 

It doesn't seem to cover Meadowbank though.

 

I honestly don't know if it helped but I rang Bigpond support last night to report my issue.  Spoke to 3 different agents, on hold for a total of 40 minutes, to be told that "no one from the cable support dept is answering, they must be busy".  The last agent took my number so they could call me back when someone from cable support is available but I haven't heard from them yet.

 

So I'd suggest you call them 13 39 33

 

At least then when they do nothing you can then escalate to Complaints (remember to ask your initial support agent for a ticket number) http://www.telstra.com.au/help/contact/complaints/

 

And finally to the Office of the CEO https://www.telstra.com.au/webforms/contact-ceo/index.cfm

 

I hope I don't come across as angry or bitter.  I'm simply managing expectations as from the past experiences of myself and another Bigpond Cable customer getting these issues fixed is always a long and involved process.

 

The best outcome you can expect is that the problems mysteriously go away, only to return at random times in future, without explanation.  And as you were never given an explanation as to why the issues occurred, or how they were fixed, you have nothing to share with support when it recurs.

 

Good luck Smiley Happy

immensetech
Level 1: Cadet

Re: Outage in Epping, NSW?

thanks
electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

I work from home and I was not getting timeouts earlier in the day. It's started again and took over 5 minutes to login to the site. I am guessing it's something to do with Foxtel sharing the cable in which case get rid of Foxtel it's wasteful rubbish, internet is more important ! Or stop selling us this flakey service and get us the NBN ! 

 

I owe you a beer thanks for reporting but seriously in this day and age they should know before we know there is a problem and just work without so much mucking around. The last time we had problems I lost thousands in income and time and my sanity. 


goosmurf wrote:

FWIW there is now an Unplanned Outage notice for Epping on Bigpond's service status page: http://servicestatus.bigpond.com/servicestatus/goc.do?q=event_bad9d897f9514a4c43c7f1fe749716de.html

 

It doesn't seem to cover Meadowbank though.

 

I honestly don't know if it helped but I rang Bigpond support last night to report my issue.  Spoke to 3 different agents, on hold for a total of 40 minutes, to be told that "no one from the cable support dept is answering, they must be busy".  The last agent took my number so they could call me back when someone from cable support is available but I haven't heard from them yet.

 

So I'd suggest you call them 13 39 33

 

At least then when they do nothing you can then escalate to Complaints (remember to ask your initial support agent for a ticket number) http://www.telstra.com.au/help/contact/complaints/

 

And finally to the Office of the CEO https://www.telstra.com.au/webforms/contact-ceo/index.cfm

 

I hope I don't come across as angry or bitter.  I'm simply managing expectations as from the past experiences of myself and another Bigpond Cable customer getting these issues fixed is always a long and involved process.

 

The best outcome you can expect is that the problems mysteriously go away, only to return at random times in future, without explanation.  And as you were never given an explanation as to why the issues occurred, or how they were fixed, you have nothing to share with support when it recurs.

 

Good luck Smiley Happy


 

 

electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

Rebooting the modem temporarily makes it work ok, but then goes back to normal, now no timeouts again was happening sporadically yes. 

electroteque
Level 7: Deputy Inspector

Re: Outage in Epping, NSW?

Nope downloading a large rar file right now which cant be scheduled / resumed on my network server and cuts out after 30MB. 

apmdimka
Level 2: Rookie

Re: Outage in Epping, NSW?

Can confirm issue is back. It is floating but have experienced packet drops a few times today.

 

Had issues earlier this week too.

 

And noew currently having drops even the issue was fixed today.

goosmurf
Level 4: Private Eye

Getting help from Bigpond

C&P something I wrote on Whirlpool:

 

FWIW I had a whinge on Telstra's 24x7 page and filled in their form at http://www.telstra.com/24x7help

 

The tech who followed up with me (by phone) is 1000x better than the techs I've ever spoken to via the normal phone support number so I'd recommend you guys give that a shot if you're having trouble getting packet loss issues resolved.

 

It was explained to me that for intermittent packet loss/extreme slow speed issues where the line stats look ok it's generally a noise problem. There's not much you can do as a customer – in my case they are sending a replacement Netgear modem (I'm currently using the Cisco) and they need to send a tech to first verify the issue is not in your home/line to the street.

 

After that it's up to Bigpond techs to figure out what's causing the noise further upstream.

 

As a customer I'm just happy to have someone sane to talk to inside of Bigpond who will followup the issue on my behalf.

electroteque
Level 7: Deputy Inspector

Re: Getting help from Bigpond

Thanks for the tip going there now because this is disruptive to my work. Yes i need to speak to a tech on tech terms not an international call centre person who gives you misinformation each time because they have no idea what they are talking about and just really causes headaches and nightmares for the customer in the end. It seems to me all they really care about is their 4G networks now because cable will be redundant soon enough, but who gives one about 4G, I don't do my work on my phone, and it's only economical for one internet plan thanks very much hehe. 

Ben_F
Community Alumni (Retired)

Re: Getting help from Bigpond

The above form goes to a small number of people, and when its given out the person is usually expecting the email. Please confirm with a Moderator here before filling that form in, or you may not get as fast a response.

 

B.

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New Users - Click Here!

electroteque
Level 7: Deputy Inspector

Re: Getting help from Bigpond

What does that mean sorry, another deadend ?

Ben_F
Community Alumni (Retired)

Re: Getting help from Bigpond


electroteque wrote:

What does that mean sorry, another deadend ?


The above webform is provided to customers by members of the SM Team. If you haven't been contacted by the SM Team, I don't know if your query would actually be answered via that webform.

 

B.

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New Users - Click Here!

Ben_F
Community Alumni (Retired)

Re: Getting help from Bigpond

Just a polite reminder that, as a consumer grade service, you shouldn't be relying on Bigpond Cable or ADSL for business applications or business use (including anything which you could loose money should it go down). You don't get the same level of support as you would say a Telstra Business Broadband Service.

 

B.

 

 

----------------------------


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electroteque
Level 7: Deputy Inspector

Re: Getting help from Bigpond

Deadend, my problem has been going for weeks and I dont have any time at all to be sitting on telephones for hours trying to repeat myself, I would much rather not have to speak to those people on the telephone or wait 5 days for someone to come to my house to find its not the house. Is there an electronic system where someone will actually respond ? This noise problem has never gone away it seems. 

electroteque
Level 7: Deputy Inspector

Re: Getting help from Bigpond

Sole trader not a company still premium price Smiley Wink

electroteque
Level 7: Deputy Inspector

I've had that excuse quite a few times and it's a lame on...

I've had that excuse quite a few times and it's a lame one, because the problem has never resolved Smiley Wink We are paying a premium price for it after all if it was a free service then by all means. And we shouldn't have to wait 5 days with disconnected internet for someone to come and look at problems thats a problem on Telstra's end being slack to their consumers and this business policy of stuffing consumers while gladly taking their money has to stop.

 

I had a more horrible time on phone lines hence why I was forced to move to cable but still the same problems. My experiences were pretty awful, ie having a phone line completely disconnected for 3 days being told by the dingbats on the phone it was an "outage" and  which basically means one of their 5 technicians which service sydney has yet to bother to come on to the junction box outside my house to have a look at it, by the third day i was on the phone to a local complaints manager and someone managed to roll themselves out. So when they say outage it means when someone bothers to look at it. We shouldn't even have to be on here complaining really it should be addressed without us worrying about all this technical crap. 

Ben_F
Community Alumni (Retired)

Re: I've had that excuse quite a few times and it's a lame on...


electroteque wrote:

I've had that excuse quite a few times and it's a lame one, because the problem has never resolved Smiley Wink We are paying a premium price for it after all if it was a free service then by all means.


Not an excuse, a recongntion of your contract (all quotes from Our Customer Terms which is the contract document for your service):

 

The BigPond ADSL (or cable) service is a broadband service which gives you:

(a) access to the world wide web, BigPond Broadband web hosting services, email service and global newsgroups;

(b) the ability to upload and download files to and from the global internet using the file transfer protocol;

(c) access to Telnet and native HTTP access to global gopher services; and

(d) other services we may advise to you from time to time.

 

We will use due care and skill in providing your service in accordance with Our Customer Terms. There may also be other non-excludable statutory guarantees, implied conditions or warranties under consumer protection laws (such as the Competition & Consumer Act 2010 and State and Territory Fair Trading Acts) that cannot be excluded which may apply to goods or services we supply to consumers, including that services be fit for their purpose. However, given the nature of telecommunications systems, we cannot promise that your service will be continuous, accessible at all times or fault free.

 


Provided that those 4 key points are met (taking into account the inability to promise that services will be continuous, accessible at all times or fault free)  then your service is working to Standard. It would be unreasonable to expect anything over and above the contract (unless you have it in writing, which would entitle you to request termination of the service on the basis it was not Fit for Purpose).

 

I argue that, if you are expecting more then what is stated above, then your expecations are too high. Simple.

 

B.

 

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Ben_F
Community Alumni (Retired)

Re: Getting help from Bigpond


electroteque wrote:

Deadend, my problem has been going for weeks and I dont have any time at all to be sitting on telephones for hours trying to repeat myself, I would much rather not have to speak to those people on the telephone or wait 5 days for someone to come to my house to find its not the house.


You are (I assume) a residential Cable Customer. You are entitled to receive the same level of service as all other Residential Cable Customers. What makes you think your entitled to anything more then Ma and Pa across the road?

 

B.

----------------------------


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apmdimka
Level 2: Rookie

Re: Getting help from Bigpond

Ben,

 

we got you point, you may now go and "help" others.

 

Thank you.

Telstra (Retired)
Telstra (Retired)

Re: Outage in Epping, NSW?

Hey All,

 

At this stage the unplanned outage was both reported and resolved yesterday, so if your issues are ongoing this will be outside of the reported outage. 

 

We are always happy to assist, however, in future a little heads up when filling our form is neccessary, just so we can get onto your issue ASAP. Also, keeping our replies online (where possible) can sometimes help others.

 

Electroteque, my colleague Shelly has tried to contact you today, we need more details about your account. If you could email her back we can start working on your issue Smiley Happy

 

 

 

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

apmdimka
Level 2: Rookie

Re: Outage in Epping, NSW?

Brodie hi,

What form should we fill if issue happens again?

Thanks
Telstra (Retired)
Telstra (Retired)

Re: Outage in Epping, NSW?

Usually we will provide the form ahead of time, ensuring that we are aware of incoming cases.

 

The best ways to contact us are here: Contact Methods

 

Is your issue ongoing at the moment Apmdimka?

 

 

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

apmdimka
Level 2: Rookie

Re: Outage in Epping, NSW?

Thanks,

what is the best method to contact you? if you call Faults, they go 2 hrs checking your laptop instead of focusing on the problem.

I am at work just now, will be able to tell you when I am home in the evening.

Thanks

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